Service Improvement Analyst
Job No.: 692837
Location: Clayton campus
Employment Type: Full-time
Duration: 12 Month fixed-term appointment
Remuneration: $110,527 - $121,227 pa HEW Level 07 (plus 17% employer superannuation)
- Amplify your impact at a world top 50 University
- Join our inclusive, collaborative community
- Be surrounded by extraordinary ideas - and the people who discover them
The Opportunity
Are you an Atlassian expert with a passion for streamlining workflows!
The Faculty of Engineering is seeking a Service Improvement Analyst to provide operational and technical capability for the Faculty’s service improvement systems, with a focus on Atlassian Cloud applications and Nintex Process Manager.
Reporting to the Senior Business Improvement Specialist, you will play a pivotal role in maintaining the health and efficiency of our service improvement systems. You will ensure our core systems remain agile and responsive, providing the foundation for high-quality service delivery and operational excellence throughout the Faculty.
The Service Improvement Analyst will support consistent practices in service management, work management, knowledge management, and process management across diverse teams in the Faculty. The role is responsible for managing service requests and incidents, providing user support, maintaining system configuration and access, supporting process mapping, documentation, and training, and contributing to process improvement and automation to strengthen service delivery and a standardised system of work.
About Monash University
At Monash, work feels different. There’s a sense of belonging, from contributing to something ground breaking – a place where great things happen.
We value difference and diversity, and welcome and celebrate everyone's contributions, lived experience and expertise. That’s why we champion an inclusive and respectful workplace culture where everyone is supported to succeed.
Some 20,000 staff work for Monash around the world. We have 95,000 students, four Australian campuses, and campuses in Malaysia and Indonesia. We also have a major presence in India and China, and a significant centre and research foundation in Italy.
In our short history, we have skyrocketed through global university rankings and established ourselves consistently among the world's best tertiary institutions. We rank in the world’s top-50 universities in rankings including the QS World University Rankings 2026.
Today, we have the momentum to create the future we need for generations to come. Accelerate your change here.
Monash supports flexible and hybrid working arrangements. We have a range of policies in place enabling staff to combine work and personal commitments. This includes supporting parents.
To Apply
To apply, please submit a CV along with a cover letter (No longer than 1 page).
Your application must also respond to your experience in the four key areas outlined under the Key Selection Criteria in the position description.
- 2. Demonstrated experience in system administration, service operations and the administration and support of enterprise systems, including Atlassian Cloud applications such as Jira, Jira Service Management and Confluence, in a complex organisational environment
- 3. Demonstrated experience in Enterprise Service Management practices, including the handling of service requests, incidents, user support and operational issue resolution.
- 4. Demonstrated ability to analyse operational issues, interpret business needs, develop practical system, process or documentation solutions and identify and recommend solutions to challenging issues
- 8. Experience configuring and using Jira Automation, JQL, workflows, screens, work types, dashboards and reporting tools to support efficiency, data integrity and service performance monitoring
For instructions on how to apply, please refer to 'How to apply for Monash Jobs'.
Diversity is one of our greatest strengths at Monash. We encourage applications from Aboriginal and Torres Strait Islander people, culturally and linguistically diverse people, people with disabilities, neurodivergent people, and people of all genders, sexualities, and age groups.
We are committed to fostering an inclusive and accessible recruitment process at Monash. If you need any reasonable adjustments, please contact us at hr-recruitment@monash.edu in an email titled 'Reasonable Adjustments Request' for a confidential discussion.
Your employment is contingent upon the satisfactory completion of all pre-employment and/or background checks required for the role, as determined by the University.
Enquiries: Milad Sayad, Senior Business Improvement Specialist, T: +61 3 990 24276
Position Description: Service Improvement Analyst
Applications Close: Sunday 31 May 2026, 11:55pm AEDT
Supporting a diverse workforce
